Lifestyle Services Group mobile insurance

9
Found 22nd JulEdited by:"darren.evansfzt"
I find myself in an impossible situation with Lifestyle Services Group and Barclays Tech Pack.

Yesterday (21/07/2018) at 04.50 my property was broken into and cash, bank cards and my IPHONE 6S (insured with LSG) was stolen. The first thing I did was call the police on 999. Devon and Cornwall Police were brilliant sending SEVEN police officers and a tracker dog to my property within six minutes. It was not pleasant to be confronted by an intruder in your property whilst I was sleeping in the same room.

The Police stayed with me for a good three hours as I was physically very shaken and at the time felt really sick. Whilst the Police were with me I called my network provider O2 where were fantastic and blocked my IPHONE 6S immediately. They also blacklisted my IPHONE 6S with the IMEI number 355398086670642 immediately.

I then called LSG to report the crime whilst the police were with me and indeed the officer also spoke to LSG on the phone. The person on the phone stated there should be no problem at all as it was straight forward. The claim was taken and LSG requested the crime reference number which was given to them, and asked for a usage report from O2 which was provided. A clear cut case is it not?

Well no, not in the eyes of LSG as in a second phone call to them at 06.45 on the 21/07/2018, they openly accused ME of trying to sell the stolen IPHONE 6S on on the website Music Magpie.which of course I never did. That call I did record so I have proof of them stating that accusation. That day at 08.00 I called Music Magpie and was told by James, a senior manager with them they had no knowledge of this at all and in fact they would not purchase stolen phones. I called them in an attempt to get the name and address of the 'seller' so I could pass that onto the Police. In fact Music Magpie even would not know the IMEI number of any phone until they got it in their warehouse some 48 hours later, so can someone tell me how a stolen IPHONE 6S can be from, my property at 04.50 in the morning in Plymouth and end up in Manchester some 300 miles away in less then TWO hours? That is impossible, so how can LSG come up with such a wild accusation?.

But LSG, when I called them again at 08.45, are adamant they are right and stated that this was flagged up by their computer that was sold to Music Magpie but they will not provide any proof of this. They just state that the has been passed to their Higher Investigations Team (their speak for what is their Fraud Department).

As I work as a courier the smartphone is essential to my work as it collects signatures for my deliveries on behalf of Royal Mail and is also my navigation tool as I often work away from my home area. Without this I cannot work. LSG were told this and their response "go and buy a £25 phone". What a joke! (my employer has now provided me a loan phone which my number has been transferred onto by O2).

I have made repeated phone calls to LSG and got absolutely nowhere. LSG promised someone would call back, no one ever did call me back from LSG. I have even raised a complaint with their Customer Relations team who again do not care. I have even told them I would drive to their offices in person to sort this out, they said I am not welcome.
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UPDATE TIMED AT 14.46 - The Commercial Director of Lifestyle Services Group James Jefferson has just called me, and he was physically sick after reading what had happened and the behavior of his staff. He has unreservedly apologized to me and he will replace the Iphone by a same day courier. There also will likely be further compensation due to me due the hurt that has been caused. My battle with the insurance company has been won.
9 Comments
My sympathies - it appears you have done everything possible in the light of a very traumatic event . LSG's actions (or lack of !)appear totally pathetic and at best "jobsworth "

I would suggest your next action would be to refer them to their regulator (Financial Conduct authority) and the insurance ombudsman .

Finally thank you for bringing to the attention of members the shameful response from LSG , I for one would never touch them with a bargepole after hearing your story .

Maybe LSG would care to respond giving their side of the story ? Somehow I doubt it

Congratulations LSG you have made a policy holders traumatic event even worse , and in one stroke have probably lost your company many thousands of pounds worth of business .
ceres13 m ago

What's your question?



Name and shame - do try to understand and pay attention
rogparki1 h, 37 m ago

My sympathies - it appears you have done everything possible in the light …My sympathies - it appears you have done everything possible in the light of a very traumatic event . LSG's actions (or lack of !)appear totally pathetic and at best "jobsworth " I would suggest your next action would be to refer them to their regulator (Financial Conduct authority) and the insurance ombudsman . Finally thank you for bringing to the attention of members the shameful response from LSG , I for one would never touch them with a bargepole after hearing your story .Maybe LSG would care to respond giving their side of the story ? Somehow I doubt it Congratulations LSG you have made a policy holders traumatic event even worse , and in one stroke have probably lost your company many thousands of pounds worth of business .


Hi and thanks

Only one problem, LSG trades as the following -

Barclays Tech Pack insurance,
Insureyourbubble.com,
O2 Insurance,
Three Insurance,
EE Insurance,
Nationwide FlexPlus Insurance,
Lloyds Bank Mobile Phone Insurance,
TSB Mobile Phone Insurance,
Co-operative Mobile Phone Insurance,
Mauritius Traveller insurance,
Vodafone Covered Insurance,
Yorkshire Bank Gadget Insurance,
Clydesdale Bank Signature Gadget Insurance,
Bank of Scotland Platinum Insurance,
Smile Gadget Insurance,


so a big problem, LSG is everywhere
I'd be far more worried about making my property more secure than a phone at this time to be honest . Sounds like you've had an incredible response from the police , burglary around my town certainly wouldn't warrant a seven man team and a tracker dog .

In the the case of the phone claim , the bottom line is then have been told your phone was already in the process of being sold , and so rightly so they want their 'higher investigating team' , to look into it further. before agreeing to the claim. Unfortunately there's a lot of insurance fraud out there and so you can't name them for investigating . If you know you didn't try to sell the phone , let theirinvestigation work through . You have a work loan phone so you aren't in immediate need of a replacement .

it might be as simple as they are using the wrong IMEI number though , have you double checked . It's a pain when anyone promises to call back and doesn't , I agree.

Once they have completed their investigation , if it doesn't rule in your favour , then you have the option to escalate to ombudsman etc .
Hope it gets sorted, it’s wrong what people do.
The CEO of Lifestyle Services Group, Andrew Morris, is now dealing with this personally and he is taking this extremely seriously.
UPDATE TIMED AT 14.46 - The Commercial Director of Lifestyle Services Group James Jefferson has just called me, and he was physically sick after reading what had happened and the behavior of his staff. He has unreservedly apologized to me and he will replace the Iphone by a same day courier. There also will likely be further compensation due to me due the hurt that has been caused. My battle with the insurance company has been won.
Glad that you have this sorted. Although I don't think that the CEO would have actually been sick (unless his job was on the line).
Edited by: "philedsch" 24th Jul
Well true to his Mr. Morris's word, a brand new Iphone 6s arrived with me today, and they also waived the excess fee! Well done!
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